Product Specialist (Technical Excellence Org)

Why project44? 

At project44 we’re on a mission - to make supply chains work.  

project44 optimizes the movement of products globally, delivering better resiliency, sustainability, and value for our customers. As the supply chain connective tissue, we operate the most trusted end-to-end visibility platform that tracks more than 1 billion shipments annually for the world’s leading brands. The undisputed leader in the market, project44 was named the Leader in the Gartner Magic Quadrant, #1 in FreightWaves’ FreightTech 25, and the Customer’s Choice in Gartner Peer Insights’ Voice of the Customer report. project44 is headquartered in Chicago with a diverse and fast-growing, global workforce.  

If you’re eager to be part of a winning team that works together to solve some of the most challenging supply chain challenges every day, let’s talk. 

What you’ll achieve

As a Product Specialist (TEO), you will be responsible to Identify TOP call Drivers for Root Cause Analysis (RCA), Collaborate & Strategize with Product & Engineering teams along with ensuring growth of knowledge base

Key Accountabilities       

• The Product Supportability Specialist will serve as the primary interface between P&E teams for creating BUG tickets
• Your core responsibility is to ensure Support and Customers receive Issue Resolution
• Own all Zendesk tickets escalated to TEO.
• Create Jira’s with a high level of detail on the ask, steps taken, and examples.
• Maintain regular and detailed updates for customer.
• To meet quicker SLAs for all TEO tickets
• Drive process compliance (standard TEO Template), ownership for resolution and quality of ticket engagement and closure 

• Reduction in tickets to TEO
• Reduction in tickets to engineering
• Improvement of Troubleshooting Process & create playbooks.
• Collaborating and Strategizing with the Support, Product & Engineering teams.
  • Weekly Engagement TEO Meeting to collaborate with Support.
  • Weekly Engagement with Eng. to ensure Priority of JIRA & Resolution
  • Engage with Knowledge/Content for Knowledge Base Cleanup 
  • BrownBags with the Support to Identify Gaps and Solutions
  • Communicate with Product Managers for each of your dedicated project boards/mode specific areas.
  • Attending relevant feature launches from Product Teams.
  • Identify Top issues and collaborate with Eng. on training simple Issues.
• Pay attention to trends and suggest areas for Enablement teams to focus on,
  • To reduce ticket submissions, which may include documentation, adhoc training, automations, or tooling.
  • Collaborate with Tech Writers to ensure documentation for relevant product areas is accurate and effective.
  • Collaborate with Trainers to ensure training materials are accurate and up to date.
  • Assist with p44 Certification Program
  • Attending workshops and training required for Enablement.
  • Develop playbooks for each ‘Mode’. Q2
  • Complete all Product Release Trainings as per roadmap!
• Focus on Customer experience, Resolution rate, Time to resolve, Escalation Reduction, Reduction in Case age.

Developing Self

• Utilize available training and documentation to learn additional modes as needed to ensure coverage of all products under (TEO).
• Participate in team engagement activities.
• Ensure Coverage during outage and leaves.
• Support a culture that encourages and motivates members to achieve their maximum  

Qualifications and Preferred Skills 

• General understanding of software flow, execution, and development processes 
• Understanding of API and cloud technology, including basic database knowledge and utilities for monitoring and logging API transactions is helpful 
• Cross product knowledge and regional nuances of p44 product suite   
• SQL, Kibana & Observe expertise. 
• Eye for details to identify problem areas and zeal to fix it via. Training/process improvement 
• Logistics / Supply Chain knowledge preferred 
• Zendesk, Jira experience preferred 

Work from office expectations: This role requires you to operate from office all 5 days in a week.

Diversity & Inclusion: 

At project44, we're designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world-class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We’re focused on creating a company where all team members can bring their authentic selves to work every day. 

We’re building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture. 

project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application! 

More about project44: 

Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continue to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we have created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.